JOB PROFILE
As the Internal Customer Experience Engineer at Creditsafe, you will play a pivotal role in ensuring a seamless and efficient technology environment for our staff. Reporting directly to the Service Delivery Manager, you will be responsible for delivering top-notch customer support, resolving technical issues, and fostering a proactive approach to IT service. This role is crucial in maintaining the functionality and security of all company devices and systems, ultimately enhancing the overall internal and external customer experience.
KEY DUTIES AND RESPONSIBILITIES
1. Computer Deployment: Build and deploy computers to staff as needed, ensuring they have the necessary tools to excel in their roles.
2. IT Ticket Management: Log and take ownership of IT tickets using ITIL best practices, providing timely resolutions.
3. Technical Troubleshooting: Diagnose and resolve issues related to supported Windows Operating Systems, software, and user administration services.
4. Communication and Liaison: Act as a bridge between staff, the IT department, and third-party vendors to effectively resolve issues and maintain strong collaboration.
5. Documentation: Maintain detailed records of issue resolutions using SharePoint and Confluence for future reference.
6. General IT Administration: Handle various administrative tasks related to technology and IT equipment.
7. Collaborative Teamwork: Work closely with other IT teams when necessary to address problems and support project initiatives.
8. Standards and Processes: Contribute to the development and adherence of IT standards and processes, ensuring consistency and efficiency.
9. Technical Assistance: Provide technical assistance and strive for first-time fixes for IT incidents and requests.
10. Server Room Support: Offer remote hands-on assistance in server rooms when required, ensuring the reliability of critical infrastructure.
11. Service Desk Support: Be available to take calls and address queries on the service desk when needed.
12. Continuous Improvement: Actively identify areas for improvement and promote best practices within the IT department.
The responsibilities detailed above are not exhaustive and you may be requested to take on additional responsibilities deemed as reasonable by their direct line manager.
SKILLS AND QUALIFICATIONS
Essential
13. Proficiency in computer and network hardware, including peripherals and printers.
14. Experience in mobile phone setup, issuance, and support.
15. Windows desktop support expertise.
16. Outstanding customer service and communication skills.
Desirable
17. Previous experience in a deskside support role.
18. Familiarity with IT Help Desk Software (e.g., Assyst, ServiceNow, Azure DevOps) and CMDB solutions.
19. Experience in supporting Microsoft Windows Operating Systems.
20. Knowledge of telephony systems, preferably 8x8.
21. Apple Mac support capabilities.
22. General networking skills (DNS/DHCP, TCP/IP).
23. Office and Intune Administration knowledge.
24. Familiarity with Windows Server (+) and support for AWS and Azure VMs.
25. Windows 10/11 training and certification.
26. ITIL certification or awareness.
BENEFITS
27. Competitive Salary.
28. Company Laptop supplied.
29. Bonus Scheme.
30. 25 Days Annual Leave (plus bank holidays).
31. Hybrid working model.
32. Healthcare & Company Pension.
33. Cycle to work and Wellbeing Programme.
34. Global Company gatherings and events.
35. E-learning and excellent career progression opportunities.